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Scene Health is building a digital patient engagement platform centered on asynchronous video-based care to solve medication non-adherence. The Director of Clinical Operations & Video Engagement will lead and scale the clinical team at the heart of Scene's model, managing nurses, pharmacists, health coaches, and support staff.
This is a hybrid leadership and operational role with a distinctive focus: you will own how the clinical team shows up on camera and be accountable for the quality, consistency, and impact of every video-based patient interaction. You will build engagement standards, coaching systems, and performance frameworks that turn video into Scene's most powerful adherence and retention tool, while running day-to-day operations including staffing, QA, compliance, and scheduling.
Key responsibilities include:
**Video Engagement Strategy & Standards:** Define what "good" looks like on camera (clarity, empathy, tone, clinical accuracy). Set the vision for how asynchronous video motivates and retains patients over time. Identify, test, and scale new video engagement approaches. Serve as the clinical and video-engagement voice in product and workflow design. Develop a clear vision for clinical operations aligned with organizational goals for quality, patient outcomes, and innovation. Translate strategy into operating plans, team structures, and staffing models. Partner with internal stakeholders (Enrollment, Customer Success, Growth, Product) to ensure clinical programs launch and scale with operational excellence.
**Team Leadership & Performance:** Lead, mentor, and develop a diverse clinical team into confident, effective video communicators. Build performance management frameworks that measure video engagement quality (clarity, empathy, impact on adherence), not just throughput. Coach individuals and teams on on-camera presence and technique; model high-quality video engagement yourself. Own patient engagement and retention KPIs; oversee staffing, scheduling, and coverage to hit service levels and targets. Partner with HR to design training, hiring criteria, competency assessments, and succession plans built around video engagement skills.
**Operational Discipline & Quality Assurance:** Establish QA processes and audit schedules for video quality, clinical accuracy, and compliance. Monitor and report on key operational metrics (volume, quality scores, turnaround times, patient satisfaction). Ensure compliance with healthcare regulations and Scene's clinical standards. Manage escalations and continuous improvement initiatives.
You will report to the VP of Operations and work within the Patient Solutions department. This is a hands-on leadership role blending operational rigor with compassionate team development to build a strong, values-driven clinical culture and improve retention in care and long-term patient engagement.
**Requirements:**
The posting does not explicitly state years of experience, education, or specific certifications required. However, the role expects: healthcare leadership experience with clinical teams (nurses, pharmacists, health coaches); demonstrated expertise in video-based patient engagement or digital health delivery; strong operational and people-management skills; ability to define and enforce quality standards; experience with compliance and QA in healthcare settings; and a passion for medication adherence and patient outcomes. Candidates must be eligible to work in the United States; visa sponsorship is not available.
